IT Operations- Lead Junior Associate Job in Hyderabad at Deloitte

Deloitte is hiring for the role of IT Operations- Lead Junior Associate!

Responsibilities of the Candidate:

• Entry-level role with min of 6 months to 3 years of experience.
• Respond to customer inquiries through multiple channels - Phone, chat, and web tickets. (calls, web forms, emails, chats, and voicemails).
• Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
• Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)
• Recording, diagnosing, troubleshooting, and resolving incidents and service requests based on a defined scope of support.
• Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
• Stay up to date with outage, and knowledge update alerts that are communicated on a need basis.
• Responsible for resolving assigned incidents/problems, displaying a clear understanding of SLA and Incident lifecycle.
• Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
• Demonstrate flexibility in working in different shifts (24x7 operations).
• Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently.

Requirements:

• 6-36 months of prior work experience (preferably in the service desk)
• Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
• Basic troubleshooting skills to diagnose and resolve/address customer issues/requests
• Possesses required communication skills both verbal and written.
• Work hour flexibility
• Agility and positive attitude for learning
• Team player with the mindset to share knowledge, maintain transparency, and grow together with the team.
• Agility for quick learning
• Problem-solving skills
• Analytical skills
• Work hour flexibility.